What is ServiceNow Knowledge Management?
The ServiceNow Knowledge Management (KM) application enables the sharing of information in knowledge bases. These knowledge bases contain articles that provide users with information such as self-help, troubleshooting, and task resolution. It increases self-service rates for customers and employees—and boosts agent productivity with contextual knowledge, driven by machine learning.
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Real user data aggregated to summarize the product performance and customer experience.
Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.
91 Likeliness to Recommend
100 Plan to Renew
88 Satisfaction of Cost Relative to Value
Emotional Footprint Overview
Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.
+88 Net Emotional Footprint
The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.
How much do users love ServiceNow Knowledge Management?
Pros
- Friendly Negotiation
- Fair
- Transparent
- Security Protects
How to read the Emotional Footprint
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Negative
Neutral
Positive
Feature Ratings
Role-Based Access
Cataloging
Version Control
Workflow and Approval Management
Reporting and Analytics
Configurable Knowledge Repository
Multiple File Type Support
Intelligent Search
AI Capabilities
Rich Text Editor
Bulk Actions
Vendor Capability Ratings
Usability and Intuitiveness
Business Value Created
Quality of Features
Product Strategy and Rate of Improvement
Breadth of Features
Ease of IT Administration
Availability and Quality of Training
Ease of Implementation
Ease of Data Integration
Ease of Customization
Vendor Support
ServiceNow Knowledge Management Reviews
Saqib A.
- Role: Sales Marketing
- Industry: Technology
- Involvement: IT Leader or Manager
Submitted Nov 2023
Higher Success with Self-Service
Likeliness to Recommend
What differentiates ServiceNow Knowledge Management from other similar products?
ServiceNow’s AI-powered search engine can help users find relevant information quickly and easily. This platform can automate routine tasks and workflows, freeing up time for IT teams. ServiceNow integrates seamlessly with Microsoft Teams so user can find the relevant information in the flow of their work instead of jumping and logging in between the systems.
What is your favorite aspect of this product?
Knowledge articles are offered as suggestions right in context. When a user intends to create a ticket, relevant help articles are offered as possible solutions as user types in the issue description. It has helped me a ton in resolving my own issues by following instructions in the knowledge article without raising a ticket or engaging a helpdesk agent. Visual timeline of the ticket history makes is very easy to understand the history and trail of actions.
What do you dislike most about this product?
Ticket creation form needs to be simplified.
What recommendations would you give to someone considering this product?
Evaluated ServiceNow product suite holistically to empower the end users. If you are considering only helpdesk ticketing use case, think about the efficiency gains and speedy resolution to be realized by incorporating the Knowledge module. Consider the integration of ServiceNow with your collaboration tools such as Microsoft Teams, Slack etc to make it easier for your users to create ticket, review status right from the tool where they spend most of their day.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Pratyush R.
- Role: Information Technology
- Industry: Engineering
- Involvement: IT Development, Integration, and Administration
Submitted Jun 2022
Great product.I suggest to go for knowledge mgmnt.
Likeliness to Recommend
What differentiates ServiceNow Knowledge Management from other similar products?
Knowledge management is the process by which an enterprise gathers, organizes, shares and analyzes its knowledge in a way that is easily accessible to employees. This knowledge includes technical resources, frequently asked questions, training documents and people skills.
What is your favorite aspect of this product?
Increase self-service rates for customers and employees. Boost agent productivity with contextual knowledge, powered by machine learning.
What do you dislike most about this product?
Needs additional role to implement.
What recommendations would you give to someone considering this product?
1-Technology excellence. Embrace speed and agility through automation. 2-Operating excellence. 3-Build and automate. 4-Employee experience. Keep your hybrid workforce engaged and productive.
Pros
- Reliable
- Performance Enhancing
- Enables Productivity
- Trustworthy
james v.
- Role: Sales Marketing
- Industry: Utilities
- Involvement: End User of Application
Submitted Jan 2022
Legit and Determined Knowledge Based Application.
Likeliness to Recommend
What differentiates ServiceNow Knowledge Management from other similar products?
ServiceNow is a legit channel that offer knowledge freely to people and companies regarding the business management. Further, ServiceNow has proper communications means, for integrated collaboration.
What is your favorite aspect of this product?
ServiceNow is the appropriate approach for Artificial Intelligent analysis a form that issues a detailed virtual presentation. More so, the mechanisms for marketing are included in the application and its needs are affirmed.
What do you dislike most about this product?
ServiceNow is objective, necessary and recognizes the need for knowledge. The program is proactive and suitable to make business thrive and go in to the highest corner.
What recommendations would you give to someone considering this product?
There is reliability and concreteness in ServiceNow, where skills and knowledge are shared accordingly. The requirements for ServiceNow to be operational in your company are minimal and economical.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Enables Productivity
